FAQ

Most sneakers are not restocked but we recommend signing up for the notification for the best chance to secure your size if it becomes available. Just click on the size you're interested in and a window will pop-up. Fill in your details and that's it!

We do our best to process and ship orders as quickly as possible. If you place your order before 9:00 a.m., we aim to ship it the same day. Orders placed after 9:00 a.m. (CET) will typically ship within 24 hours. Please note that we do not ship on weekends.

If you're a registered customer, just go to your profile and select the order you wish to cancel. Click on the button in the bottom right corner. You can also remove just one product from your order. In case the order was paid, you'll be refunded accordingly. Unfortunately, if you have placed the order as a guest, you have to contact our Customer Care team to help you out.

We offer free delivery to VIP customers in selected countries with selected carriers. Check the Delivery page.

We offer various payment methods, but the options differ by country. Please check the localized Payment page for your region.

Absolutely, guest checkout is available. But with a Queens Fam account, you unlock fantastic benefits with every purchase!

We can only change the carrier if your order has not been shipped yet. Our warehouse works very fast so let us know about any changes as soon as possible.

Tracking information will be emailed to you after your order is packed at our warehouse. Please contact us with your order ID if you don't receive it.

If your order was expected to arrive but hasn’t, please contact us as soon as possible via email. We’ll look into it and reach out to the delivery service to track down your package. If it’s confirmed lost, we’ll work with you to resolve the issue promptly.

You'll usually see your refund processed almost immediately. If you paid via cash on delivery, please allow a couple of extra days. For returns, we'll issue your refund as soon as your order is received at our central warehouse in Prague (allow 5-14 business days for transit from most locations).

Men's or women's? It's all about one's taste! The only thing you have to watch out for is the correct size. It's best if you know your EU size (since it's universal) and you can use that as a guide. If you are unsure about something, hit us up!

If you have placed the order without registration or without signing into your account, it won't be displayed in your order history. We can not add orders to your account, but you will receive all the information via e-mail.

We're so sorry! This definitely should not happen and we will, of course, find the solution for you. Please contact our customer support within 3 business days!